Terrible company who I used to trust but do not trust now! After placing two orders online (have used for years and always been fine up until now) they advised me they have cancelled my order as there is a problem with their system and they can't accept card payments online at the moment and I have 72 hours to wire a bank transfer to them or else they'll cancel the order. As I have used them for years in the past and they have always been good up until now I thought it was legitimate and so transferred the money by wire transfer. Both times they received the money, then for no reason cancelled the order and then refunded me a lesser amount than I had paid. They are insisting it is due to exchange rate but that is nonsense as that would have never happened previously and if returned something before always got back what we paid out. For one order they are withholding over £100 of my money and saying it's the exchange rate! That is theft and please no one use them or send them any money by wire transfer! I have sent them bank statements for both transactions showing what I paid and what I have got back (and know due to the exchange rate they will have received the money in Euros but it is the equivalent amount and if they then cancel the order despite me following exactly what they asked me to do within the timeframe they should refund in full) and each time I get a different customer service agent back quoting what sounds like a "computer says no" answer and stating it's just the exchange rate. I have repeatedly asked to speak to a manager as well and have had no luck! This is theft and I'm sorry to see what once was a good company go to disrepair. Do not use them. They are now sitting on over £140 of my money for no reason and refusing to refund it! 13th December 2024 - Update on this company. They are still refusing to do anything to rectify the situation and hiding behind the excuse of exchange rates is why I am now down not only the goods that I bought in good faith but also out of pocket £146.68. I have asked to speak to a manager repeatedly and still get a different person everyday...do not use them!! 16 December - Update on this company...MyTheresa have still had no manager reach out to me after repeated requests and each time is someone different. I have requested this now since 6 December and they are still holding my money for no reason after cancelling two orders for no reason and refusing to refund the money they are holding and hiding behind exchange rates problems when the money was transferred in good faith for items. If they cancelled the order the full amount should be refunded ..they are refusing to acknowledge their theft let alone try to rectify this situation. It is appalling customer service...please do not be scammed by this company!